Results of a survey of consumers in Seattle, Chicago and Minneapolis about use of telemedicine services during the first few months of COVID-19.

Full story

Keona Health has developed an automated telephone triage product that can improve time to appointment.

Full story

Learn about using conversational chatbots to combat unknown caller number rejects.

Full story

The Patient Access Score™ is an automated formula used to determine patient access success.

Full story

Dana-Farber Cancer Institute initiated the Welcome Center in order to improve patient experience. The process includes both the contact center and the treatment centers.

Full story

Airrosti telehealth option for virtual visits launched.

Full story

A vendor perspective of the call center technology selection process.

Full story

How Sharp Reese-Stealy Medical Centers added specialist scheduling to their call center scheduling function.

Full story

Incorporating physician ratings/reviews into a call center physician referral service.

Full story

Rochester Regional Health consolidated 27 distinct call centers into a single call center operation and centralized the functions, including scheduling.

Full story

A brief description of blockchain and how it can work for call/contact centers

Full story

What constitutes a positive or negative experience at a medical appointment? The answer can help healthcare call centers as they strategically look at the services they provide. For example, some call centers are considering, or have already become ...

Full story

There is telephone nurse triage and then there is telephone nurse triage for cancer patients. They are not the same, says Margaret Hickey, RN, MSN, MS, OCN, President of the Gulf Breeze, Florida-based MMH Communications, LLC and co-author of Telephone Triage for Oncology Nurses.

Full story

Explaining and teaching with a human touch: Video is everywhere these days – including the call center. Video makes face-to-face...

Full story

“I don’t want to bother you. I just want to spend five minutes talking to you. I think it might help me feel better.” When Maggie Ozan Rafferty, chief experience officer at Blessing Health System, thinks about all the calls she’s gotten over the last few months during COVID-19, that’s the one that stuck out to her the most.

Full story

Kathy Divis, President, Greystone.Net, presented “On the Web: Self-Scheduling, the Patient Portal and Finding a Doctor – What This Trend Means for You.”

Full story

In the previous two installments of this blog series, we looked at where call centers began and how they have evolved up until the present time, as well as at some predictions about the call center of the future. In this last installment, we’ll discuss some new uses for the call center. Healthcare has undergone tremendous change over the ...

Full story

In a recent survey of healthcare call center professionals, the Healthcare Call Center Times, in collaboration with Neathawk Dubuque & Packett and Corporate Health Group, found that almost three-fourths of survey respondents say their call center will be more important to their organizations over the next two years.

Full story

For some time now, there have been rumors of the demise of the healthcare call center. In fact, 15 years ago, CRM Magazine published an article titled “Death of the Call Center,” in which it proclaimed, “The call center as we know it is dead.” Since that time, other articles with similarly-morbid titles have been written about the...

Full story

In a recent survey of healthcare call center professionals, the Healthcare Call Center Times, in collaboration with Neathawk Dubuque & Packett and Corporate Health Group, found that almost three-fourths of survey respondents say their call center will be more important to their organizations over the next two years.

Full story